Meter Exchange delay help

Level 2

18-09-25

1249 views

Hi all, we had our meter exchanged from Single Phase smart meter to a 3phase meter.

they said that can’t exchange from smart to smart, so they had to install a ‘dumb’ three phase meter and it needs to be smartified.

the exchange happened on 4th September 2 weeks ago, and after loads of calls, the new meter number is showing, but can’t book an appointment to ‘smartify’ it due to it still showing as a smart meter on the system.

seems a crazy scenario, and support are saying they can’t do anything to escalate it being set up correctly on the system so it can be booked to make it a smart meter.

any ideas of how to speed this process up?

many thanks!

6 Replies

Best Answer

Level 76

geoffers

18-09-25

Best Answer

@Keldavey1 - maybe try messaging one if the "nexties" on here, like @Connor_EONNext They seem to have much better knowledge than some CS agents, and can hopefully feed your problem through to the correct department.

When you say the "new meter number is showing" ... where is it showing?

I can't really see why it would be any different to commissioning a normal meter when you were told that a dumb meter should be installed - maybe they needed to "unregister" your existing meter first, but I don't know what that involves

AFAIK: The commissioning normally happens with the engineer installing the meter, unless there are some communication problems where it may be left in dumb mode, requiring a probable return visit?

https://smartenergycodecompany.co.uk...track-changes/

Level 93

meldrewreborn

18-09-25

@Keldavey1

I’d make a complaint. There are no acceptable excuses for such a convoluted process.

Current Eon Next customer, ex EDF, Zog and Symbio. Don't think dual fuel saves money and think the smart meter programme is a waste of our money. Chronologically Gifted. If I offend let me know by private message, but I’ll continue to express my opinions nonetheless.

Community Team

Connor_EONNext

18-09-25

Hello @Keldavey1 👋 I'll pop you a private message to grab some details so I can take a look into this for you. Thank you for the tag as always @geoffers 🙌

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Level 70

Poppy_EONNext

26-09-25

Hey @Keldavey1 🙂 How are you?

Just checking in with you to see if you received @Connor_EONNext message and if you have any updates for us? 😁

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Level 2

Keldavey1

06-10-25

Hey @Poppy_EONNext yes the meter was exchanged and smart meter fitted so all good now! Thanks for checking in

Community Team

Indyk_EONNext

06-10-25

@Keldavey1 I am glad to hear your smart meter has been installed and everything is working all fine for you!

If there is anything you need please let us know 😊

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